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Outsourced Service Provider manager tasks › Agent management › Use › Customer Service Management
Release: Australia · Updated: 2026-03-12 · Official documentation · View source

Onboard an Outsourced Service Provider agent

An Outsourced Service Provider (OSP) manager can onboard OSP agents to manage and fulfill cases.

Before you begin

Role required: sn_csm_ocs.ext_manager

Procedure

  1. Navigate to All > Outsourced Customer Service > Onboard Agent.

  2. Fill in the fields on the Onboard Outsourced Service Provider agent or manager form, as appropriate.

    OptionDescription
    First NameThe first name of the agent.
    Last NameThe last name of the OSP agent.
    User IDA unique ID for the OSP agent.
    EmailThe OSP agent's email address.
    Mobile PhoneThe OSP agent's mobile phone number.
    Business PhoneThe OSP agent's business phone number.
    Assignment GroupSelect the group to which you belong.

  3. Click Submit.

    Note: Once onboarding is complete, a password reset email is sent to the agent's email address.